Leading nursing and patient care in the organization on three
campuses. Key focus is on patient
safety, quality of care and patient experience.

WHAT HAS BEEN YOUR MOST SIGNIFICANT ACCOMPLISHMENT IN YOUR CURRENT ROLE?

Establishing
awareness among executive team regarding current state of the patient
experience and the critical importance of improving it along the patient care
continuum. Overall, there is an increased awareness in all staff regarding the
patient experience and the role each staff member plays in providing an
excellent experience.

WHAT IS THE BIGGEST CHALLENGE YOU ARE CURRENTLY FACING?

Maintaining
momentum around all of the initiatives and inspecting what we expect. Executive team and directors develop and
deploy plans with team members, however we must examine if there is consistency
in delivering the experience at the point of care.

WHAT ARE YOUR VIEWS OF THE FUTURE IN ADDRESSING PATIENT EXPERIENCE?

The
inherent complexity in healthcare can often distract us from truly establishing
a deep relationship with our patients.
We have to listen to what our patients want, act accordingly and
coalesce our fragmented system. Our
greatest risk is to demonstrate and provide an exemplary experience, only to
fall short in a future encounter with a patient. We can never "unknow” what we
have learned about providing an excellent experience.

WHAT DO YOU DO FOR FUN WHEN NOT FOCUSING ON THE PATIENT EXPERIENCE?

I
love to spend time with family and friends.
A fabulous meal in the Napa Valley is always a treat. Time reading a
good book is my favorite way to relax.

WHY DID YOU CHOOSE TO BECOME A MEMBER OF THE BERYL INSTITUTE?

The
Beryl Institute brings the elements of the patient experience into action. It
provides me with real ways of enhancing the patient experience.